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RESPONSIBILITIES
Key Performance Areas

Strategic Planning:

• Provide input and guidance to new Product Development or enhancements to existing Products.
• Develop the contracts management and SLA management framework for vendors
• Develop a Project Governance Framework driving accountability across the delivery value chain
• Ensure alignment and acceptance of RACI across the value chain between customer, Business, Network teams and vendors
• Implementing a company-wide approach to running projects to ensure best practice methodologies are used across the company and that smaller projects are “operationalized” and owned by regional TFLS teams.

Operational Planning:

• Manage the interface between Finance Administration for TFLS with Business Finance
• Align TFLS with the organisation financial policies and processes
• Ensure the team has heightened focus on revenue impacting projects and apply relevant prioritization
• Ensure alignment between the warehouse functions and the projects equipment demands
• Ensure there is a balance between projects equipment demands and available stock with timely ordering to support business needs
• Manage equipment supplies based on demand forecasts
• Manage implementation, integration, and adoption of order workflows
• Directly manage TFLS accurate high-quality reporting on a weekly and monthly basis
• Create and maintain accurate reporting of the department Dashboard
• Close management of TFLS risk register and compliancy
• Monitor and promote awareness of TFLS business risks and compliance requirements
• Continuously monitor Vendor and Third Party SLAs and implement penalties where necessary
• Project Manage Third Party service delivery ensuring delivery within agreed SLAs
• Tightly Manage escalation process with Third Parties
• Implement effective stakeholder engagements and management

Capacity building:

• Ensure the team has the appropriate skills and resources to meet planned business demand
• Dimension team and individual staff members in accordance with industry best practice
• Maintain optimal resource capacity for both FTE and contractors to ensure business continuity and knowledge retention

People and Culture

• Lead, develop and coach the team and project managers in TFLS
• Drive a culture of high performance, accountability, and consequence management
• Continuous assessment of delivery capabilities
• Ensure team develops an understanding of delivery across an environment of highly skilled ICT and Converged specialists
• Act as an ambassador and role model for MTN Enterprise and Wholesale Business by living the brand values and vital behaviours
• Help to make the TFLS environment the best place to work
• Improve the employee engagement through the GCA related initiatives
• Ensure the attraction, development, and retention of talented resources
• Ensure a culture of continuous evaluation and improvement

Governance and Control

• Strictly follow and ensure team compliance of relevant policies and procedures
• Establish Governance framework for effective control of purchase orders
• Comply with existing business governance where required 
• Implement proper controls and processes to identify and minimise mistakes when raising purchase requisitions
• Ensure proper project controls are in place to manage financial and operational risks across the business 
• Appropriate implementation of DoA to facilitate minimal delays in approval process of purchase orders
• Implement proper controls and processes to facilitate forward and reverse logistics of projects equipment
• Ensure compliance with appropriate procurement policies and procedures

QUALIFICATIONS

Education:  

• 4 Year Tertiary qualification in Telecommunications or Electronic Engineering or Project Management 
• Business Administration Degree is highly advantageous 
• Certification in Prince 2 Practitioner or PMP 

Experience: 

• Minimum of 10 years’ experience in the Telecommunications environment; with experience in supervising/managing others
• 5 years working with management of Capex and Opex budgets
• Hands on experience with Service and Project Delivery
• Expert skills and mentorship-level capabilities in Stakeholder Management
• Hands on experience in customer project and infrastructure project rollout
• Experience in deployment of fixed-line solutions on large scale (> 1000 services per month)
• Experience working in a global/multinational enterprise (understanding emerging markets is advantageous)
• Worked across diverse cultures and geographies

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RESPONSIBILITIES

• The Senior Manager: Brand (Consumer Segments) will be accountable to achieve the following:
• To develop Brand and Marcomms Go-to-Market strategies by segment and by services provided to each segment within the Consumer functions.
• Develop a marketing mix frameworks 
• Develop a messaging framework per segment, informed by each stage of the customer conversion funnel. The messaging to be framed according to the messaging matrix as defined in the MTN Brand Strategy. Messaging to be designed such that it will help drive functional and emotional benefits of various segments value propositions in order to consistently improve desire for the MTN brand in all markets where we operate
• Conduct competitor analysis of Consumer segments in markets where MTN operates and general global Consumer trends;
• To use market consumer insights to inform the GTM framework. These insights to be drawn from secondary sources of data, as well as from primary data that emerges from the Brand Health Tracking Study and any other research that may be carried out by MTN from time-to-time;
• To seek approval by the Group Brand and Marcoms and the Group Executives for Consumer functions of all brand playbooks before they are shared with and released by the Group Brand Regional Senior Managers (SMs) before release to the Opco’s;
• To develop and implement a framework which defines critical routines required for effective and efficient management of Group Brand and Marcoms team members, the Group Consumer functions, other relevant MANCO and external (agency) stakeholders;
• This must include stakeholder mapping to ensure that all functions and individuals that impact the outputs and outcomes of the role are accurately identified
• To develop tools, such as dashboards, to monitor adoption and implementation of the playbooks by the Opcos’, these tools must be developed in close collaboration with the Group Consumer functions as well as the Regional Brand SM’s.
• To develop a mechanism to review issued playbooks and revise and update these, based on inputs from the Group Consumer teams
• To contribute to MANCO reports aimed at keeping the MANCO Executive team updated on the work carried out by this role

Role Dependencies

• MTN Group Business Strategy 
• MTN Group Consumer Strategies 
• Context of Consumer Landscapes 
• MTN Group Brand Strategy
• MTN Brand Identity
• MTN policies and procedures
• Media Landscape in all markets where we operate
• Mapping of MANCO and Agencies stakeholders

QUALIFICATIONS

Education:

• Minimum of 4 - year Business/Commercial/Marketing Degree, or equivalent
• Post-graduate degree
• Masters Degree an advantage

Experience:

• 5 - 8 years of consumer (B2C) segment marketing work experience in a global / multinational business environment (understanding of emerging markets advantageous)
• 3 - 5 years of experience in a supervisory / managerial role
• Experience in leading change / transformation (marketing) at an operational level advantageous
• Experience in continuous improvement through the implementation of best practices
• Experience in working in a multinational organisation/Group function/other African territories advantageous

Competencies:

• B2C Segment marketing management
• Brand Go-to-market development and execution
• Development of brand and segment guidelines and toolkits
• Project management 
• Ability to influence collaborate with key stakeholders (negotiation and bargaining)
• Command of English, verbal and written 
• Customer research 
• Analytical skills, translating business and research data into insights

Other:

• Valid South African or SA permanent resident passport
• Regular regional and international travel

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Job Description

• Define and build a portfolio of API & Integration products that will enable our business, developer community and partners to deliver modern customer centric digital solutions more efficiently.
• To manage design, build, development, testing and operations of the integration platforms on-premise and in the Cloud. Create frameworks for integration for Telco and Techco. Integral to enable the Software Engineering discipline.  
• To manage effective 3rd Party Management with partners. Oversee the development of specifications for tenders and the effective management of the tender process. Ensure continuous API improvement through product maintenance. Manage the testing and quality assurance process for all new products and changes made to existing products and services

Key Performance Areas    Measures (KPIs for job)
Key Job Responsibilities
Strategy Development 

• Develop API and Chenosis Solutions Delivery framework to enable product/service strategy and plan and facilitate delivery on revenue targets, aligned to industry best practice, MTN Group and MTN SA
• Develop Technical Roadmap and architectural standards for API 
• Align MTN API framework to the TMF forum 

Translates Business Strategy into API & Integration Product Roadmaps

• Understands business drivers and business capabilities (future and current state) and determines corresponding API & Integration system designs and change requirements to drive the organization's targeted business outcomes.
• Understands emerging technology trends and disruptions and the practical application of existing, new, and emerging technologies to enable new and evolving business and operating models.
• Drive a democratized approach to API & Integration product management whereby the business & IT functional groups to own and manage these products
• Develop and curate a roadmap for the API product, using input from consumers to plan enhancements and improvements. 
• Translates business and technical requirements into API & Integration blueprint & roadmaps to achieve business objectives
• Define and measure meaningful business key performance indicators (KPIs) for the API product.

Manages the API & Integration design and analysis work.

• Analyzes the technology industry, competitors and market trends, and determines their potential impact on the enterprise.
• Defines the principles, guidelines, standards and patterns to ensure solution decisions are aligned with the enterprise's future-state architecture vision.

Staff Leadership and Management

• Source, induct and manage talent in accordance with legislative guidelines;
• Ensure open communication channels with staff and implement change management interventions where necessary;
• Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program;
• Encourage knowledge transfer through the implementation of a knowledge transfer plan and drive continuous improvement philosophy through the knowledge transfer plan;
• Promote a ‘MTN centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance;
• Align departmental values with MTN brand values;
• Approve work structure process before adoption by the team;
• Ensure adequate succession planning and that succession plans that are in place are achieved;
• Provide career development for direct reports (counselling, coaching, identifying key performance areas, career planning and goal setting).

Governance 

Strategic Meetings

• Hold strategic meetings, ensure relevant participation and provide guidance and support in the various discussions;
• Drive adequate risk mitigation and controls, and elicit inputs from relevant parties;
• Governance meetings required with stakeholders within MTN SA Digital and MTN Group Technology and Digital, EBU, CIO, FinTech and Chenosis
• Sign off approval on new initiatives;
• Provide relevant budget for internal projects; and
• Prepare proposal on change initiatives, SLA policies and procedures.
• Works closely with executives across the organization

Escalations

• Manage and resolve issues that will result in severe time, scope, productivity and cost or resource impact; and
• Resolve and provide guidance to issues escalated.

Tactical

• Manage all projects and initiatives;
• Review key risks, issues and dependencies and set mitigation actions; and
• Sign-off / make decisions regarding tactical changes.

Performance

• Define the standards and set targets for performance across the sub-division and identify the parameters for measurement of performance;
• Responsible to drive revenue, this is the core revenue generator for the business;
• Monitor performance against business plans (i.e. business plan tracking) as well as alignment with MTN global strategy and industry best practices;
• Review performance of digital products and services against forecasts and agreed Key Performance Indicators (KPIs) and review service level agreements;
• Continuous review and improvement of Digital & Fintech Solutions Framework and provide necessary support to drive performance against business plan targets
• Alignment to TM Forum and creating frameworks for integration
• Very close alignment with Group Software Center of Excellence
• Provides guidance to the entire developer community
• Find opportunities to monetise API’s   
• As per business plan

Reporting

• Report to the CDO, CIO, Group CIO, CXO, EBU, Chenosis and FinTech relating to progress made within the sub-function and in accordance with the measurement metrics set by the organisation;
• Highlight to the management significant deviations from defined performance metrics; and
• Report on an adhoc basis on specific projects, as required.

Budgets

• Develop and manage the API CAPEX and OPEX budget in line with business objectives;
• Develop and manage project initiative budgets in line with business objectives; and
• Ensure that the “cost of operations” is reduced, in line with a least cost operating strategy stemming from the business drivers.

Operational Delivery 

Partner Management:

• Manage Stakeholder Relationships with 3rd Party Platform and Technology Providers;
• Ensure relationships with partners are maintained and contracts are adhered to;
• Identify and engage a diverse range of influential contacts within stakeholder and community groups, and partner organisations;
• Oversee the building of alliances to establish mutually beneficial working arrangements with partners;
• Identifies clear win-win situations with external partners;
• Manage the design and produce high quality products that enable open ecosystems and platforms for seamless integration including identify opportunities and deliver on API monetization.
• Drive a democratized approach to API & Integration product management by empowering the business & IT functional groups to own and manage these products.
• Measure and communicate the business value of API products to senior stakeholders and evangelize the use of API products across the MTN ecosystem.

Solution Design:

• Oversee the development of technical specifications and implementation of new products;
• Accountable for the achievement of overall product quality assurance and control throughout the product development lifecycle;
• Ensures compliance with business and technology strategies;
• Estimates cost effectiveness, points of risk, opportunities, strengths and weaknesses of digital solutions;

Lead a Team of cross functional API & Integration Product managers

• Product managers will support the analysis, design & implementation of API & Integration products across a business & IT functional domains based on the enterprise business strategy, business capabilities, value-streams, business requirements and enterprise standards.
• Creates API & integration designs to guide and contextualize development across products, services, projects and systems (including applications, technologies, processes and information).
• Analyzes the business-IT environment (run, grow and transform the business) to detect critical deficiencies, legacy and technical debt, and recommends improvements
• Facilitates and Collaborate to Deliver Business Outcomes
• Works closely with the Agile program management office (PMO) and squads to ensure the execution of plans corresponds with what is being promised throughout the project or product lifecycle.
• Develop and maintain API specifications and documentation.
• Works closely with other product owners and product managers to ensure a robust API & Integration ecosystem to support future business requirements throughout the product lifecycle.
• Provides consulting support to application architects within agile teams to ensure the project or product is aligned with the overall API & Integration architecture. 
• Work with IT leaders, business leaders, and developers to select which APIs should be treated as products.
• Develop strong relationships with API & Integration product consumers (e.g., developers, business & partners using the API product) to understand their needs.
• Develop and curate a roadmap for the API product, using input from consumers to plan enhancements and improvements. 
• Communicate the business value of the API product to relevant stakeholders, including business and IT leaders.
• Evangelize the use of the API product with development teams to increase the adoption and consumption of API product capabilities.
   

Manage and Operate API & Integration Products

• Collect data against defined metrics and use metrics to determine opportunities to improve the business value of the API product.
• Provides insights & monitoring dashboards for visibility on API performance and availability.
• Ensure consumers have the information and resources they need to use the API product, such as access to APIs, interactive documentation to help them understand API operations, and code samples or SDKs (Software Development Kits). 
• Provide support to API product consumers by answering questions and responding to feedback.
• Oversee the API product throughout its lifecycle, including managing API versioning and decommissioning.
• Ensure alignment and adherence to corporate, financial and IT standards (e.g., architecture, compliance, security).

Pricing negotiation and tender management:

• Oversee the negotiation of tender pricing and ensure this is in line with MTN Group and SA guidelines;
• Ensure tenders are awarded based on the provided specifications and managed accordingly.

Job Specifications/ Minimum & Preferred Requirements
Education / Business Degree    

• Minimum of 3 year Commercial/Marketing/Business Degree

Work Experience     

• Min 8 years of relevant work experience in a strategic Global Brand 
• IT Delivery Head in multi-disciplinary domains including Integration, BSS, VAS, Digital, Fintech, Chenosis, Enterprise Business Unit, MTN Group and Chenosis organizations
• Experience working in a global/multinational enterprise /relevant industries 
• Understanding of emerging markets 
• Senior management track record of 5 years or more, with at least 3 years in relevant sector/industry
• Experience in Global Brand leading practices and trends 

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JOB DESCRIPTION
Mission/ Core purpose of the Job 

• The SM CVM Pricing Analytics is responsible for supporting the GM in the identification and management of the roadmap on behalf of CVM, and will oversee the initiation and management of customer value management projects (including the design and documentation of all CVM PPP’s). This person will leverage the CVM data to support analytics of the customer base, to inform the strategy for pricing of Residential propositions.

RESPONSIBILITIES

• Translate the customer base management strategy, campaign roadmap and infrastructure upgrade projects for the Residential Segment of CBU into an operating plan that supports the overall strategy and P&L and aligns with the overall project plan. Operationally manage all CVM programmes and initiatives in the Residential Segment. Perform analytics of sales and customer data to generate models for the pricing of Residential propositions.

Key Performance Areas: 
Strategy

• Lead the strategy and creation of the CVM capability for Residential in line with the overarching CVM deliverables and goals, aligned to that of CBU.
• Ensure effective implementation of the strategy by means of providing direction, structure, frameworks, models, plans and  roadmaps, supported with strong analytics.

Delivery

• Oversee the delivery of system capabilities as required for CVM, Analytics and Pricing.
• Understand and interrogate our existing customer base within agrred definitions , which will allow us upsell and Crossell into our exisiting postpaid subscriber base with good analysis and understanding of the base we are targeting   
• Oversee the interface between CVM and Technology, translating CVM needs and requirements into requirements for IS. 
• Review and optimise existing capability and technology to enable CVM initiatives leveraging of existing capability and technology partnerships that support CVM
• Design, implement and execute the CVM Capability performance management system. Implement the measurement/monitoring of Key Performance Indicators to measure effectiveness of the systems, data and processes, with a key focus on propositions and pricing.
• Implement project management methodology life cycle that defines the five project management phases or processes: define, plan, launch, manage, and close.
• Design and implement a Process Gap Identification Framework that considers risk identification and mitigation actions in order to enhance processes and procedures. 
• Grow awareness and account for competition, identify sector trends and opportunities and feed back to Residential.

Reporting

• Present weekly/monthly reporting packs (including appropriate commentaries and analyses) for the projects/initiatives
• Ensure that all material variances from the plan are reported, followed up and resolved

Supervisory / Leadership / Managerial Complexity:  

• Build and manage a high performing team by providing leadership, role clarity, training and career development 
• Source, induct and manage talent in accordance with legislative guidelines
• Ensure open communication channels with staff and implement change management interventions where necessary
• Provide definition of roles, responsibilities, individual goals and performance objectives for the team
• Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program
• Develop and implement a training plan in order to build and develop skills within the team
• Encourage knowledge transfer through the implementation of a knowledge transfer plan and drive continuous improvement philosophy through the knowledge transfer plan
• Performance manage resources in accordance with HR policy and legislation where necessary
• Actively participate in leadership team and develop skills of own team
• Promote a ‘MTN centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to governance

Role Complexity:

• Financial (limits/mandates etc.)
• Define and implement targets for channel 
• Channel performance on CVM incremental revenue and margins 
• Channel performance of specific propositions and campaigns
• Churn reduction

Non-financial (customers/staff etc.)

• External vendor/partner management
• Cross-functional stakeholder management - support from other functions (specifically but not limited to Product Marketing, Brand & Communications, Finance and Technology)
• Performance on customer metrics, specifically customer retentions and upgrades

Lateral Dimensions: 

• Creativities (improvement/innovation inherent)  
• Suggests concrete ways to improve productivity, and improve resource utilisation
• Strive to automate processes and procedures wherever possible
• Apply market research in an optimal way to continually improve processes and procedures
• Communicate results and recommendations to the relevant areas of the business to build a competitive advantage
• Recommend creative and innovative solutions to enhance MTN  performance
• Establish sound relationships with service providers and vendors and business segments
• Encourage continuous service improvement
• Implement cost-saving activities

Vulnerabilities (control span) 

• Business expectations vs. the delivery reality
• Data integrity
• Poor customer service will impact negatively on revenue
• Speed to market
• Limited resources
• Evolution of technology
• Legislative changes
• Reliance on the stability and availability of systems
• Non-achievement of turnaround times
• Inappropriate processes resulting in delayed service to clients

 
Collaboration:  
Responsibility towards:  

• Non-financial (customers/staff etc.)
• External vendor/partner management
• Cross-functional stakeholder management - support from other functions (specifically but not limited to Product Marketing, Brand & Communications, Finance and Technology)

Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgment.
Independent thought and Judgment:

• Objectives set for teams
• Strategic input to the teams
• Dissemination of information
• Monitoring of compliance, performance and efficiency
• Budget compliance
• Resource allocation
• System, process and procedure fine-tuning and development to achieve business objectives
• Decision-making that is effective and responsible for profit and customer and business sustainability and growth
• Make decisions to drive immediate response times
• Use information to drive in-built excellence

Authorities:

• As per delegation of authority

QUALIFICATIONS
Minimum Requirements -.
Education:

• Bachelor’s degree in Business/ Commercial/Marketing or equivalent qualification 
• Honours Degree(advantageous)

Global Experience Standards (10)

• Management track record of 5 years or more, with at least 3 years in relevant sector/industry
• Experience in continuous improvement through the implementation of best practices 3-5 years of relevant experience in telemarketing and retail operations
• Experience in Compliance Operations within a Telco
• Demonstrated leadership in Channel/Customer Service environments of a large corporate or franchised Telesales/Customer Serviceer
• Experience in Telesales/Customer Service operations management
• Prior experience of mobile industry 
• Demonstrated ability to influence management level staff in group and 1:1 situations
• Disciplined detail-oriented style, combined with ability to simultaneously work at a strategic level

Competencies

Head - Big Picture Focus (20)

• Strategy Implementers - Ensures execution of strategies through creating and implementing tactical plans for others to follow
• Decisive Problem Solver -  Has the mental agility to identify business challenges and explore effective solutions through effective influencing
• Best Practice Value Creator - Encourages commercial innovation and continuous improvement for systems, processes, products and service offerings

Heart – Emotionally Intelligent (30)

• Culture and Change Champion -  Role models ethical practices by living the MTN values and vital behaviours for others to follow
• Guiding People Manager -  Is self-aware and guides team capability development through opportunity creation for realising potential
• Relationship Builder  -  Builds relationships across the business in order to influence decision-makers and build team credibility

Hands – Results Focused (40)

• Results Achiever -  Produces sustainable divisional results through ethical practices
• Operationally Astute - Sets priorities, plans, organizes and co-ordinates the work of others  

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RESPONSIBILITIES

• To develop the strategy and provide strategic leadership to the MTN IT Operational Delivery division, manage the MTN IT Service Operations Centre (SOC) and Delivery Operations Teams for MTN SA
• To oversee the provision of  technical support, guidance and advice on IT operational issues across MTN SA regions, and ensure enhancement and alignment of managed services in line with changing business requirements
• To ensure that services offered meet the pre-defined service quality levels for an optimal subscriber experience defined by MTN SA & Group
• Ensure that the IT Service Management Strategy, Framework and policies, are deployed both tactically and operationally across the enterprise, and ensure compliance with agreed Service Levels to ensure optimal world class Service Management

QUALIFICATIONS

• Degree in  Information Technology/ Computer Science or Engineering
• An MBA or a Masters qualification would be advantageous 

Experience

• Minimum 10 years’ experience including:
• Minimum 5 years of Senior Management Experience
• Minimum 5 years in telecommunications industry
• Work across diverse cultures and geographies
• In depth knowledge of  Network management & monitoring
• Track record in  IT Service Assurance
• Good  knowledge of Technological sector and the relevant prevailing legislation
• Good knowledge of technology governance